The Blog of Hayden Sutherland, an eCommerce, Online Marketing and Digital Strategy consultant based in Glasgow, Scotland.
These are my thoughts on how companies can take advantage of the modern interaction technologies and methods to improve communications, influence behaviour and retail online better.
Monday, March 7, 2011
Are FAQ's necessary?
In this final video, part of the Hit Me series I filmed recently, I explain why Frequently Asked Questions (FAQ's) content is beneficial to an eCommerce website.
2 comments:
Boudewijn
said...
Ah, well, yes, but: - the way FAQ's are presented in many websites is distinctly Web 1.0 (or 0.5) - it can help, but never replace customer services. - if it's in the FAQ, you really have to think whether it isn't a defect of your site
So "necessary": I'd actually like to argue that the way many sites use them, just don't bother :-)
(With the provisions you give yourself it's different of course, I just wanted to make my poiint ;)
Boudewijn Your point is noted, thanks for making it. There’s an old phrase that says “if a job is worth doing, it’s worth doing well”, but so often FAQ’s on a site are an afterthought or something just done ‘because everyone else does them’. As you will undoubtedly agree… this isn’t the right approach and every part of a website must work as hard as it possibly can to help visitors (and to help them convert and become loyal customers). Hayden
2 comments:
Ah, well, yes, but:
- the way FAQ's are presented in many websites is distinctly Web 1.0 (or 0.5)
- it can help, but never replace customer services.
- if it's in the FAQ, you really have to think whether it isn't a defect of your site
So "necessary": I'd actually like to argue that the way many sites use them, just don't bother :-)
(With the provisions you give yourself it's different of course, I just wanted to make my poiint ;)
Boudewijn
Your point is noted, thanks for making it.
There’s an old phrase that says “if a job is worth doing, it’s worth doing well”, but so often FAQ’s on a site are an afterthought or something just done ‘because everyone else does them’.
As you will undoubtedly agree… this isn’t the right approach and every part of a website must work as hard as it possibly can to help visitors (and to help them convert and become loyal customers).
Hayden
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